Gartner Research

Agenda Overview for Infrastructure Services, 2014

Published: 07 January 2014

ID: G00259677

Analyst(s): Rob Addy


The evolution of the infrastructure services industry is accelerating. Service providers struggle to compete as they build next-generation proactive offerings and the industrialized capabilities to deliver them. Providers that cannot demonstrate customer value will be replaced by those that can.

Table Of Contents


  • The Thinking Behind the Infrastructure Services Agenda Graphic
  • The Service Provider's Transition Challenge Intensifies
  • Lest We Forget the Potential Upside the Market Changes Bring …

Key Issues

  • Core Topic: Defining the Optimum Service Portfolio Strategy
    • How must provider service portfolios and road maps evolve in light of market trends, buyer behaviors and corporate objectives?
    • Where should providers focus investments to gain market share, improve customer retention and protect margins?
  • Core Topic: Improving Provider Competitiveness
    • Which competitors are most threatening, and how can providers position themselves to compete?
    • How can providers differentiate their offerings and demonstrate their value most effectively?
  • Core Topic: Delivering Service Excellence and Customer Value
    • What are the key attributes and characteristics of best-in-class services and the organizations that deliver them?
    • How can technology adoption and/or best practice implementation help improve service value and quality while reducing delivery costs?

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